Case Study: Chestnut achieves a customer-centric cultural transformation and a 93% review response rate with Reputation.com

How Chestnut Transformed Its Business Culture With Reputation

Chestnut, a hospitality group, faced overwhelmed general managers who struggled to respond to high volumes of inbound feedback from multiple sources. To consolidate channels and drive a customer-centric culture, Chestnut turned to Reputation, adopting Reputation’s RXM platform along with its Reviews and Business Listings modules and the proprietary Reputation Score.

Reputation implemented a single feedback-management platform and KPI framework that empowered teams to respond and act on feedback; as a result Chestnut achieved a 93% review response rate in 2022 (up from 17% in 2020), 74% more customer feedback, a 300% increase in business listing views and a 42% rise in clicks-to-directions, and raised its Reputation Score to 690 (a 47‑point gain). Reputation’s tools became core KPIs and helped embed a measurable, feedback-driven culture across the business.

Chestnut

Tori Dexter

Head of Marketing